3 Overview This guide will help you use templates to send lab and other test result messages to your patients via the RelayClinical service. Save postage and paperwork! Using the RelayClinical service to send lab and test results is an efficient and inexpensive way to deliver the information securely to your patients. You can select from a list of common labs and tests, type the results into the context of pre-written clinical language or write your own message, and send your patient a copy of the results that they can always reference online. Providers and authorized staff can easily compose messages that communicate lab and diagnostic test results to patients, including other information and attachments, in three ways: creating a new patient message about lab/test results, replying to a message with results, and sending results to a patient who has not yet registered to use the RelayClinical service. Increasing the number of patients you, or your practice, communicate with online increases efficiency. Simply offer the patient the option of receiving their lab or other test results via secure and collect the patient's address at the time the test is ordered. Unregistered patients receive an invitation to log in to the RelayClinical service with a temporary password and complete their registration process. If a patient has yet to register by the time results are sent, he or she will receive an about a waiting message along with instructions to complete the registration process necessary to receive the results. What s Inside This Feature Guide provides an overview of the RelayClinical Results Templates feature. In this Guide you ll find: A brief navigational overview Instructions that identify the steps you ll take to compose online patient messages that incorporate lab/test result templates Instructions that identify the steps you ll take to compose offline (i.e., unregistered) patient messages that incorporate lab/test result templates Additionally, this document includes the following supplemental information: Appendix A: RelayClinical Results Templates FAQs How Can We Help? RelayHealth is ready to support you every step of the way as you use the service. You can request assistance, propose suggestions, or submit comments by any of the following methods: Use the Contact Us link at the bottom of your Home page to send a secure message directly to our RelayHealth Support organization. You can also call our toll-free number and speak to one of our Support representatives from 4:30 am to 5:00 pm Pacific Standard Time. Call RELAY-ME ( ) and select option 1. Speak with your RelayHealth Territory Director or Deployment Specialist. These RelayHealth professionals welcome your suggestions and comments about the service, your experiences with system use, and any concerns you may have. 3

4 Navigating Results Templates Accessing Results Templates The service provides multiple navigation paths by which you can access Lab/Template Result message workflows: Results Tab 1. Click the Results tab, then search for a patient and begin composing the message. Messages Tab 2. Click the Messages tab. On the vertical navigation panel, under the Patient Messages section, select Test Result. This workflow requires you to search for and select the patient, then it progresses directly to Lab/Result Template selection. 3. Click the Messages tab. On the vertical navigation panel, under the Patient Messages section, select Patient Message. This workflow displays a standard patient message form that includes a shortcut link to Lab/Result Template selection. Selecting Templates and Statements All Lab/Test Result workflows have the following steps in common. First, you ll select the template(s) from the list. Note that there are two pages of templates. Use the page navigation links at the lower right to advance or go back. Next, you ll select the statements to use in your message. Statements populate the message automatically, and you can edit or add text as necessary. 4

5 Sending Lab/Test Results Directly to Patient The RelayClinical service includes a broad range of standard templates you can use to communicate lab or other test results to your online patients. Follow the instructions below to compose a patient message. 1. On the Global Navigation Bar, click the Results tab, or click the Messages tab and then select Test Result on the vertical navigation panel. 2. In the Search for Patient field, enter the first few letters of the patient s first or last name. You can also enter the first few characters of the patient ID and select the patient record from the search results. If the patient record does not appear on the results list, you may Search Your Entire Network to search for the patient s record in affiliated entities. This option appears only if your organization is configured for affiliation search. Search results display matching online and offline patient records. Offline patients must complete the registration process before they can receive results via the RelayClinical service. The offline patient workflow will apply if you do not locate the patient record in step 2 and Add a New Patient record. See Sending Lab/Test Results to an Offline Patient in this Guide. 3. Place a checkmark in the box next to the type of results to be sent to this patient. Use the Next Page link at the lower right to access additional templates. When you have selected the template(s) you want to use, scroll to the bottom of the page and click Select. 4. The Treatment Options screen displays statements that will populate the body of the message. By default, all boxes are checked; deselect any checkboxes next to text you do not wish to include in your message. If appropriate, fill in any appropriate lab/test result fields. Click Next. 5

6 5. You can optionally include attachments or begin additional workflows using the links included in the vertical navigation panel. For example, under the Attach options you can Add Files to this message, compose an escript and attach it to this message, attach a webvisit related to the type of test result you re sending, etc. 6. At the bottom of the message form, select message Options as appropriate (e.g., unopened message notification, allow patient replies, etc.). 7. Click Send to Patient. You may optionally Forward Draft to Colleague. If you select this option, you will be prompted to select the name of the colleague. 8. If you selected Send to Patient, the service displays message delivery confirmation. From this screen, you may: Create a follow-up message about the patient (to yourself, the patient, or a colleague) Print the message for the patient s chart Return to the inbox. 6

7 Incorporating Lab/Test Results in New Patient Message RelayClinical service users can easily incorporate Lab/Test Results using templates when composing a new patient message. The service provides a simple shortcut in the New Patient Message form, which allows access to the templates. Follow the instructions below to compose a New Patient Message that incorporates Lab/Test Results. 1. On the Messages tab, click Patient Message in the vertical navigation panel. 2. In the Search for Patient field, enter the first few letters of the patient s first or last name. You can also enter the first few characters of the patient ID. Select the patient record from the search results. If the patient record does not appear on the results list, you may Search Your Entire Network to search for the patient s record in affiliated entities. This option displays only if your organization is configured for affiliation searches. Search results display matching online and offline patient records. Offline patients must complete the registration process before they can receive results via the RelayClinical service. The offline patient workflow will apply if you do not locate the patient record in step 2 and Add a New Patient record. See Sending Lab/Test Results to an Offline Patient in this Guide. 3. Enter Subject for message. Subject is a required field. 4. Above the free-text message area, click the Lab / Test Results shortcut. 5. On the Select Lab/Results Templates screen, place a checkmark in the box next to the type of lab or test result you are sending to the patient. Scroll to the bottom of the page and click Select. 6. The Treatment Options screen displays statements that will populate the body of the message. By default, all boxes are checked; deselect any checkboxes next to text you do not wish to include in your message. If appropriate, fill in any appropriate lab/test result fields. Click Next. 7. You may optionally customize the message text to include a salutation, additional comments, etc. 8. Select message Options and click Send to Patient. You may optionally select Forward Draft to Colleague. If you select this option, the service will prompt you to select the colleague. 9. If you selected Send to Patient, the service displays message delivery confirmation. From this screen, you may: Create a follow-up message about the patient Print the message Return to the inbox 7

8 Incorporating Lab/Test Results in Patient Message Response Online patients can send Test Result Request messages to your practice if your organization has enabled this message type for patients. This message type is routable meaning your Practice Administrator may route the message directly to a requested provider s inbox, the practice inbox, or a custom inbox. Follow the instructions below to respond to these incoming messages using the RelayClinical service s result templates. 1. From your Home page, on the At a Glance Inbox tab, select the Inbox to which Test Result Request messages route for your practice. 2. Click the message Subject, Test Result Request, to open the message. 3. The Message Details section s Message line indicates the type of test result the patient requests. Click Reply To Patient. 4. On the Reply to Patient screen, above the free-text message area, click the Lab / Test Results shortcut. 5. On the Select Lab/Results Templates screen, place a checkmark in the box next to the type of lab or test result you are sending to the patient. Scroll to the bottom of the page and click Select. 6. The Treatment Options screen displays statements that will populate the body of the message. By default, all boxes are checked; deselect any checkboxes next to text you do not wish to include in your message. If appropriate, fill in any appropriate lab/test result fields. Click Next. 7. You may optionally customize the message text to include a salutation, additional comments, etc. 8. Select message Options and click Send to Patient. You may optionally select Forward Draft to Colleague. If you select this option, the service will prompt you to select the colleague. 9. If you selected Send to Patient, the service displays message delivery confirmation. From this screen, you may: Create a follow-up message about the patient Print the message Return to the inbox 8

9 Sending Lab/Test Results to an Offline Patient You can send Lab/Test Result messages to offline (unregistered) patients for whom you have an address. Offline patients receive an invitation to log in to the RelayClinical service with a temporary password and complete their registration process. To send a lab/test result message to an offline patient, complete the instructions below. 1. On the Results tab, search for and select the offline patient s record. You can search by the first few letters of the patient s first or last name or by Patient ID. If the patient does not have a record, click the Add New Patient link to the right of the search field. Complete all required fields in the Add New Patient form, and click Next. Fields with * are required. 2. The service displays an alert that the patient is offline and he/she will not receive the message until registering. If you choose to send lab/test results to this patient, click Continue. RelayHealth will notify the patient via about a waiting message and provide instructions to complete the registration process necessary to receive the lab/test result. 3. On the Select Lab/Results Templates screen, place a checkmark in the box next to the type of lab or test result you are sending to the patient. Scroll to the bottom of the page and click Select. 4. The Treatment Options screen displays statements that will populate the body of the message. By default, all boxes are checked; deselect any checkboxes next to text you do not wish to include in your message. If appropriate, fill in any appropriate lab/test result fields. Click Next. 9

10 5. You may optionally customize the message text to include a salutation, additional comments, etc. 6. Select message Options. Because this message is for an offline patient, the Options area includes an Invite this patient checkbox. This option is checked by default; if you uncheck this box, the patient will not receive the invitation to register and receive the results message. 7. Click Send to Patient. You may optionally select Forward Draft to Colleague. If you select this option, the service will prompt you to select the colleague. 8. If you selected Send to Patient, the service displays message delivery confirmation. From this screen, you may: Create a follow-up message about the patient Print the message Return to the inbox 10

11 Appendix A: Results Templates FAQs Can I select multiple templates for use in a message? Yes. You can select as many templates as necessary to convey the lab/test results to your patient. Simply click the checkboxes to the left of the templates you would like to use, scroll to the bottom of the list, and click Select. I don t see the template I need on the list. If the list doesn t include a template for the specific lab/test result, select the General Template in the alphabetized template list. The General Template provides free-text fields you can use to specify the test name, date, results, etc. This template also includes an area to specify comments or instructions for the patient. I added a new patient record, I and want to send the patient a message about recent results, but I got a warning. Why? The service will display a warning in all message flows if the patient selected is offline (i.e., does not have a registered RelayHealth account). The warning is intended to highlight that the patient may be delayed in receiving the message. Moreover, the patient may choose not to register for a RelayHealth account and may then not receive the message at all. If the message is of high importance or time-sensitive, we suggest using an alternate method to contact the patient. When I choose to print a copy of the message for the patient s chart, there are three formats (normal, compressed, or list) available. How are they used? The following describes the available message formats: Normal view prints the message thread and all associated detail in a message format (including all line breaks). Compressed view prints the message thread and all detail without including line breaks. List view includes printed data only from the following fields: To, From, Patient Name, Distributed, Subject, Practice, and Sent Date. This format does not include the message text, but provides a convenient view of result message threads. 11

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